Implementing JIRA Service Desk as a Procredit Bank Help Desk System

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Procredit bank (PCB) experience with the Jira Service Desk implementation will present Service Desk implementation by briefly describing reasoning for changing the Helpdesk application and choosing the Atlassian products as a new (and much better) PCB Helpdesk application as well as by demonstrating the PCB IT Helpdesk platform as a use case. During the PCB IT Helpdesk demonstration, basic Jira concepts: Projects, Issues, Workflows, and Custom fields, will be explained.

ELVIS HARA IČ Ć | DBA | PROCREDITBANK BOSNIA AND HERZEGOVINA
Jira Servicedesk
implementation
PCB experience

Agenda
Reasons to move to
Jira
Implementation
process
Basic Jira
concepts
PCB Heldesk
Demonstration

PCB old HD Application

PCB old HD Application

PCB Heldesk implementation
• Knowing PCB needs
• Choose HD Application (Jira, BMC
Servicedesk, ...)
• Knowing the Jira/ServiceDesk
• Jira/ServiceDesk implementaion

JIRA FRAMEWORK – BASIC CONCEPTS
Basic concepts
-Projects
-Issues types
-Fields
-Screens
-Workflows

JIRA FRAMEWORK – BASIC CONCEPTS - PROJECTS
Project
Collection of issues

JIRA FRAMEWORK – BASIC CONCEPTS – NEW PROJECT

JIRA FRAMEWORK – BASIC CONCEPTS – PROJECT
SUMMARY

JIRA FRAMEWORK – ISSUES AND ISSUE TYPES

JIRA FRAMEWORK – FIELDS AND SCREENS

JIRA FRAMEWORK – WORKFLOWS
MIS HELPDESK WF

JIRA FRAMEWORK – WORKFLOWS
IT HELPDESK WF

JIRA FRAMEWORK – WORKFLOWS - STATES
IT HELPDESK WF

JIRA FRAMEWORK – WORKFLOWS - TRANSITIONS
IT HELPDESK WF

PCB IT Heldesk
demonstracija
(If VPN is working)

Thank you!
ELVIS HARA I | DBA | PROCREDITBANK BOSNIA AND HERZEGOVINAČ Ć

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Implementing JIRA Service Desk as a Procredit Bank Help Desk System

1. ELVIS HARA IČ Ć | DBA | PROCREDITBANK BOSNIA AND HERZEGOVINA Jira Servicedesk implementation PCB experience

2. Agenda Reasons to move to Jira Implementation process Basic Jira concepts PCB Heldesk Demonstration

3. PCB old HD Application

4. PCB old HD Application

5. PCB Heldesk implementation • Knowing PCB needs • Choose HD Application (Jira, BMC Servicedesk, ...) • Knowing the Jira/ServiceDesk • Jira/ServiceDesk implementaion

6. JIRA FRAMEWORK – BASIC CONCEPTS Basic concepts -Projects -Issues types -Fields -Screens -Workflows

7. JIRA FRAMEWORK – BASIC CONCEPTS - PROJECTS Project Collection of issues

8. JIRA FRAMEWORK – BASIC CONCEPTS – NEW PROJECT

9. JIRA FRAMEWORK – BASIC CONCEPTS – PROJECT SUMMARY

10. JIRA FRAMEWORK – ISSUES AND ISSUE TYPES

11. JIRA FRAMEWORK – FIELDS AND SCREENS

12. JIRA FRAMEWORK – WORKFLOWS MIS HELPDESK WF

13. JIRA FRAMEWORK – WORKFLOWS IT HELPDESK WF

14. JIRA FRAMEWORK – WORKFLOWS - STATES IT HELPDESK WF

15. JIRA FRAMEWORK – WORKFLOWS - TRANSITIONS IT HELPDESK WF

16. PCB IT Heldesk demonstracija (If VPN is working)

17. Thank you! ELVIS HARA I | DBA | PROCREDITBANK BOSNIA AND HERZEGOVINAČ Ć

Editor's Notes

AD Integration Ease of use, Transparency, Workflows, Security, Flexibility Knowledge base Search Rerporting SLA’s.
a software development project a marketing campaign a helpdesk system a leave request management system a website enhancement request system
a software development project a marketing campaign a helpdesk system a leave request management system a website enhancement request system
a software development project a marketing campaign a helpdesk system a leave request management system a website enhancement request system
Issue: software bug, a project task, a helpdesk ticket, a leave request form, etc